Donald Mutch
Oakland Park
Summary
Accomplished Customer Service Supervisor with a proven track record at DELTA, enhancing customer satisfaction and loyalty through exceptional problem-solving and active listening skills. Spearheaded initiatives improving service quality, fostering team collaboration, and resolving escalated issues promptly, significantly boosting customer retention. Expert in maintaining professionalism under pressure, embodying critical thinking and empathy in every interaction.
Overview
46
46
years of professional experience
Work History
Customer Service Representative
DELTA
03.1991 - 08.2020
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Supervisor
DELTA
09.1992 - 10.1993
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Customer Service Representative
Eastern Airlines
02.1988 - 01.1991
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Host/Banquet Manager
Hogates/Marriott
08.1974 - 03.1978
- Handled high-pressure situations with composure, effectively managing large parties or unexpected events during busy shifts.
- Answered customer questions about hours, seating, and menu information.
- Enhanced customer satisfaction by promptly greeting and seating guests upon arrival.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
Education
Bachelor of Science - Art Teacher Education
Fairmont State University
Fairmont, WV12.1973
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
Timeline
Customer Service Supervisor
DELTA
09.1992 - 10.1993
Customer Service Representative
DELTA
03.1991 - 08.2020
Customer Service Representative
Eastern Airlines
02.1988 - 01.1991
Host/Banquet Manager
Hogates/Marriott
08.1974 - 03.1978
Bachelor of Science - Art Teacher Education
Fairmont State University